Operations Analyst - Benefits Specialist | Aon São Paulo, Brazil
Posted on: January 25, 2026 | Hybrid #LI-V1
Company Name: Aon | Application Deadline: Rolling Basis
Team: Customer Service Delivery | Division: Health Solutions
Reports To: Benefit Operations Manager | Employment Type: Full-Time
Location: Sao Palao, Brazil (Alphaville/SP & Santana de Parnaiba)
Schedule: Hybrid (Virtual & In-Office) | Experience Level: 05 Years
Transform Employee Lives Through Expert Benefits Management and Healthcare Administration
Are you passionate about making a measurable, positive difference in the lives of employees and their families through expert benefits administration? Do you thrive in dynamic, fast-paced environments where your analytical skills, attention to detail, and customer service excellence create real value? Does the opportunity to work with Brazil's leading global professional services firm excite you? If you answered "YES!" to these questions, this could be your next career-defining opportunity as an Operations Analyst - Benefits at Aon.
This is a hybrid position offering the perfect balance of collaborative in-office teamwork and flexible virtual work, based at our state-of-the-art offices in Alphaville/SP and Santana de Parnaíba/SP—two of São Paulo's most prestigious business districts.
About Aon: Global Leader in the Business of Better Decisions
Aon plc is a leading global professional services firm providing an unparalleled broad range of risk, retirement, and health solutions across 120 countries. With over 50,000 dedicated colleagues worldwide and annual revenues exceeding $13 billion, we shape decisions for better—protecting and enriching the lives of people around the world through innovative solutions and expert guidance.
Our Mission and Values
At Aon, we are fundamentally in the business of better decisions. Every day, we help organizations and individuals make informed choices that protect what matters most to them. Our work spans risk management, insurance brokerage, retirement planning, health solutions, data analytics, and human capital consulting.
We are united by trust as an inclusive, diverse team where every voice matters and every contribution counts. We are passionate about helping our colleagues and customers succeed, creating an environment where professional growth, innovation, and collaboration flourish naturally.
Aon in Brazil and Latin America
Our Brazil operations represent a critical hub for Latin American business, serving multinational corporations, large domestic enterprises, and growing companies across diverse industries. Our São Paulo offices—strategically located in Alphaville and Santana de Parnaíba—serve as innovation centers for employee benefits consulting, administration, and technology solutions.
Brazil's complex benefits landscape, with its unique regulatory environment and diverse workforce needs, requires specialized expertise. Aon's deep local knowledge combined with global best practices positions us as the trusted partner for organizations seeking to provide exceptional employee benefits programs.
According to comprehensive employer reviews on Glassdoor, Aon consistently ranks among the top employers in the professional services sector, with employees highlighting the company's commitment to professional development, inclusive culture, collaborative teamwork, and meaningful work that makes a real difference.
The Opportunity: Operations Analyst - Benefits Role Overview
Your Strategic Impact on People's Lives
As an Operations Analyst - Benefits at Aon, you won't simply process paperwork or manage databases—you'll serve as the vital, trusted connection between employees, employers, and insurance operators, ensuring that thousands of workers and their families receive timely access to the healthcare services and benefits they depend on for their wellbeing and financial security.
Your meticulous attention to detail prevents coverage gaps that could leave families vulnerable. Your problem-solving abilities resolve complex situations that might otherwise deny someone necessary medical care. Your clear communication helps employees understand and maximize their benefits. Your process improvements enhance service quality for entire client organizations.
This role offers the rare combination of analytical challenges, meaningful human impact, and continuous learning that defines a truly rewarding career in employee benefits administration.
Why This Opportunity Is Different
Professional Growth Environment: Unlike transactional benefits roles at smaller organizations, this position places you within Aon's comprehensive ecosystem of benefits expertise, giving you exposure to diverse industries, complex benefit structures, multinational programs, and cutting-edge benefits technology. You'll develop expertise that positions you for advancement into senior operational roles, benefits consulting, account management, or HR leadership.
Meaningful Client Impact: You'll support employee benefits programs for some of Brazil's most respected organizations across manufacturing, technology, financial services, healthcare, retail, and professional services sectors. The quality of your work directly impacts employee satisfaction, organizational talent retention, and business success.
Innovation and Technology: Aon invests heavily in benefits administration technology, data analytics, and process automation. You'll work with sophisticated systems like SIGB (Sistema Integrado de Gestão de Benefícios) and other platforms that enhance efficiency while maintaining the personal touch that employees appreciate during critical life moments.
Collaborative Team Culture: You'll join a supportive team of benefits professionals who share knowledge generously, celebrate successes together, and approach challenges collaboratively. The culture emphasizes continuous improvement, professional development, and maintaining work-life balance even during busy periods.
According to job market insights from Indeed, the employee benefits administration sector continues robust growth as organizations increasingly recognize comprehensive benefits as essential for attracting and retaining talent in competitive markets. Professionals who develop expertise in benefits operations, regulatory compliance, and client relationship management position themselves for long-term career success with strong earning potential.
Comprehensive Role Responsibilities: Your Day-to-Day Impact
1. Health Insurance Operations and Enrollment Management
At the heart of your role is ensuring seamless health insurance operations that give employees and their families access to quality healthcare:
Employee Enrollment and Status Changes:
- Process new employee enrollments with medical and dental care operators, ensuring accurate data capture including dependent information, coverage tier selections, and effective dates
- Execute status change transactions including additions of newborns and newly eligible dependents, marriage or domestic partnership updates, terminations due to employment separation, and coverage level changes
- Manage qualifying life event processing outside standard enrollment periods, ensuring employees can make necessary benefit changes following marriages, births, adoptions, loss of other coverage, or other qualifying circumstances
- Coordinate COBRA or continuation coverage for separated employees entitled to maintain benefits, explaining rights and responsibilities clearly
- Monitor coverage effective dates to prevent gaps that could leave employees without protection during critical periods
- Reconcile enrollment records between client HR systems, Aon's administration platform, and insurance carrier databases to ensure complete accuracy
Employee Education and Communication:
- Provide comprehensive information to employees about benefit plan operations, including coverage details such as preventive care services, specialist access, emergency care protocols, and prescription drug benefits
- Explain cost-sharing provisions including premiums, deductibles, copayments, coinsurance, and out-of-pocket maximums in clear, accessible language
- Clarify network provider information helping employees understand in-network versus out-of-network benefits and how to locate participating doctors, hospitals, and other healthcare providers
- Address discount programs and wellness incentives educating employees about available value-added services like telemedicine, mental health resources, diabetes management programs, and fitness benefits
- Communicate waiting periods and pre-existing condition provisions ensuring employees understand coverage limitations and when full benefits become available
- Respond to inquiries via phone, email, and in-person providing timely, accurate, empathetic support during what can be stressful situations for employees
Documentation and Materials Distribution:
- Deliver and explain proper completion of registration forms ensuring employees provide all required information including personal details, dependent documentation, beneficiary designations, and attestations
- Review submitted forms for completeness and accuracy identifying missing information or errors before submission to carriers, preventing processing delays
- Distribute health insurance identification cards coordinating with carriers to ensure timely delivery and replacing lost or damaged cards promptly
- Provide benefits summaries and plan documents ensuring employees have access to comprehensive information about their coverage
- Explain electronic benefits resources including carrier websites, mobile apps, and digital ID cards that enhance convenience and accessibility
Service Level Agreement Compliance:
- Maintain agreed-upon service levels during coverage periods, meeting or exceeding standards for transaction processing time, inquiry response time, and accuracy rates
- Fulfill pre-defined standard controls following established quality assurance procedures that protect data accuracy and regulatory compliance
- Monitor utilization indicators tracking enrollment levels, plan selection patterns, and service usage to identify trends and potential issues
- Maintain movement spreadsheets documenting all enrollment transactions with sufficient detail for audit trails and reconciliation
- Execute manual service controls for situations requiring individualized handling outside automated processes
- Register services in SIGB (Sistema Integrado de Gestão de Benefícios) ensuring comprehensive documentation in Aon's benefits administration platform
- Create Minutes of Handover ("Passing of the Baton") documenting service continuity procedures for seamless transitions during absences or role changes
2. Benefits Registration and Insurance Carrier Coordination
Effective coordination with insurance operators ensures smooth benefit delivery:
System Registration and Data Management:
- Register employees in internal benefits administration systems with meticulous data entry ensuring accuracy of personal information, employment details, coverage selections, and dependent data
- Validate data integrity cross-checking information against source documents to prevent errors that could cause coverage issues or billing problems
- Maintain comprehensive employee records documenting enrollment history, communication logs, transaction details, and issue resolution
- Update demographic information processing address changes, name changes, contact information updates, and other modifications that impact benefit delivery
- Manage dependent verification reviewing documentation such as marriage certificates, birth certificates, adoption papers, and student status verification to confirm dependent eligibility
Insurance Carrier Interface Management:
- Request employee inclusion with insurance operators submitting enrollment files, forms, or electronic data transfers according to each carrier's specific requirements and timelines
- Arrange and send necessary documents to insurance companies including employment verification, salary information for benefit calculations, dependent documentation, and special enrollment justifications
- Monitor carrier processing status following up on pending enrollments to ensure timely completion and identifying delays that require escalation
- Coordinate with carrier service representatives building productive working relationships that facilitate problem resolution and process improvements
- Attend carrier meetings and training sessions staying current on procedural changes, new services, coverage updates, and system enhancements
Technology Platform Utilization:
- Leverage SIGB (Sistema Integrado de Gestão de Benefícios) for comprehensive benefits administration including enrollment processing, eligibility management, billing reconciliation, and reporting
- Utilize carrier portals and EDI connections for electronic data exchange that improves accuracy and processing speed
- Generate standard reports providing clients and internal stakeholders with enrollment summaries, utilization data, and operational metrics
- Identify system enhancement opportunities suggesting improvements to workflows, data validation rules, and user interfaces based on operational experience
3. Financial Operations, Billing Reconciliation, and Payroll Integration
Accuracy in financial operations protects both clients and employees:
Insurance Billing Conference and Reconciliation:
- Conduct comprehensive billing conferences for services provided by insurance operators, comparing carrier invoices against enrollment records to verify accuracy
- Analyze premium charges line-by-line ensuring rates match contracted amounts, enrollment counts align with records, and coverage tiers are billed correctly
- Identify billing discrepancies including overcharges, undercharges, incorrect rate applications, phantom enrollees, or missed terminations
- Research and resolve billing variances working with carriers to correct errors, obtain credits for overcharges, and ensure future billing accuracy
- Document billing issues and resolutions maintaining clear records for client reporting and future reference
- Track refunds and credits ensuring clients receive appropriate financial corrections promptly
Payroll Deduction Calculation and Processing:
- Make entries for payroll deduction calculations determining employee contributions based on coverage selections, employer subsidy structures, and pay frequency
- Coordinate with client payroll departments providing timely, accurate deduction information that ensures proper employee cost-sharing
- Calculate mid-month enrollment changes prorating premiums for employees with coverage effective dates other than the first of the month
- Process retroactive adjustments when enrollment changes are processed late, calculating employee refunds or additional contributions required
- Generate payroll reconciliation reports helping clients verify that deductions match billing and identifying discrepancies requiring correction
Invoice Payment Monitoring:
- Monitor payment of insurance invoices tracking due dates and following up with clients to ensure timely payment that prevents coverage cancellations
- Coordinate payment processing working with client accounts payable departments and finance teams to facilitate smooth payment workflows
- Track payment status in systems updating records to reflect processed payments and outstanding balances
- Alert stakeholders to payment issues escalating late payments or disputes that require management attention
Cost Apportionment and Allocation:
- Carry out cost apportionments after billing conferences allocating charges across departments, business units, cost centers, or locations according to client requirements
- Apply allocation methodologies whether headcount-based, salary-based, or customized formulas specific to client needs
- Generate allocation reports providing detailed breakdowns of benefit costs by organizational segment for financial reporting and budgeting
- Reconcile allocation totals ensuring apportioned amounts equal total billing and investigating discrepancies
4. Process Improvement, Operational Excellence, and Quality Enhancement
Continuous improvement mindset drives better outcomes:
Process Mapping and Documentation:
- Conduct comprehensive process mapping documenting current workflows step-by-step including inputs, activities, decision points, outputs, and system interactions
- Identify process inefficiencies recognizing redundant steps, manual workarounds, bottlenecks, and activities that don't add value
- Create visual process documentation using flowcharts, swimlane diagrams, or other tools that make workflows easily understandable
- Develop standard operating procedures writing clear, detailed instructions that enable consistent execution and effective training
- Update documentation regularly ensuring procedures reflect current practices, system changes, and process improvements
Improvement Proposal and Implementation:
- Propose process improvements based on operational experience, client feedback, error analysis, and industry best practices
- Quantify improvement opportunities estimating time savings, error reduction, cost avoidance, or service enhancement resulting from proposed changes
- Collaborate on improvement initiatives working with team members, management, technology specialists, and clients to refine and implement enhancements
- Pilot new processes testing changes on limited scope before full implementation to identify issues and refine approaches
- Measure improvement results tracking metrics before and after changes to validate benefits and demonstrate value
Quality Assurance and Error Prevention:
- Perform quality checks on your own work and peer reviews of colleague work to catch errors before they impact clients or employees
- Analyze error patterns identifying root causes of recurring mistakes and implementing preventive measures
- Maintain accuracy metrics tracking error rates and working to maintain performance above quality standards
- Participate in quality improvement initiatives contributing ideas and effort to team-wide quality enhancement programs
Performance Metrics and KPI Management:
- Monitor key performance indicators including transaction processing time, accuracy rates, inquiry response time, client satisfaction scores, and service level achievement
- Contribute to achieving departmental KPIs understanding how individual performance supports team success
- Identify performance improvement opportunities recognizing areas where enhanced efficiency or quality is possible
- Share best practices teaching successful techniques to colleagues and learning from others' expertise
5. Conflict Resolution, Problem-Solving, and Stakeholder Advocacy
Serving as trusted intermediary between multiple parties:
Employee Advocacy and Issue Resolution:
- Mediate conflicts between insured employees and insurance operators listening to both perspectives and finding equitable solutions that respect policy terms while supporting employee needs
- Investigate coverage denials or disputes gathering facts, reviewing policy language, and determining appropriate resolution paths
- Escalate complex issues appropriately engaging managers, carrier account representatives, or specialized resources when standard resolution approaches are insufficient
- Advocate for employees when carrier errors or misunderstandings disadvantage employees, ensuring fair treatment and timely correction
- Document issue resolution maintaining records of problems, investigation steps, and outcomes for future reference and trend analysis
Clear Stakeholder Communication:
- Communicate with employees regarding coverage questions explaining benefits in accessible language without insurance jargon that causes confusion
- Address claim issues and status inquiries coordinating with carriers to obtain claim information and explain payment determinations, denials, or pending issues
- Explain benefit utilization questions helping employees understand how to access care, when preauthorization is required, and how to maximize their benefits
- Provide proactive communication alerting employees to important deadlines, coverage changes, new services, or issues requiring their attention
- Maintain professional tone even when handling frustrated or upset individuals, demonstrating empathy while working toward resolution
Insurance Carrier Relationship Management:
- Coordinate with carrier representatives to resolve eligibility issues, coverage disputes, billing discrepancies, and administrative challenges efficiently
- Build productive working relationships with carrier service teams, establishing rapport that facilitates collaboration and problem-solving
- Provide feedback to carriers sharing insights about process issues, system problems, or service gaps that impact mutual customers
- Participate in carrier performance reviews contributing observations about service quality, responsiveness, and improvement opportunities
Client HR Team Support:
- Support client human resources teams by providing expertise on benefits administration, regulatory compliance, and best practices
- Respond to HR inquiries addressing questions about enrollment procedures, coverage provisions, billing matters, and administrative processes
- Attend client meetings presenting operational updates, discussing issues, and collaborating on solutions
- Provide consultative support offering recommendations on benefit design, administrative approaches, and employee communication strategies
- Build trusted advisor relationships demonstrating competence, reliability, and commitment to client success
Cross-Functional Collaboration:
- Coordinate with Aon account management teams ensuring alignment between operational delivery and strategic client relationship management
- Work with Aon consulting teams implementing benefit design changes and new programs recommended by consultants
- Engage Aon technology specialists when system issues or enhancement opportunities require technical expertise
- Collaborate with Aon compliance team ensuring operational practices meet regulatory requirements and industry standards
Required Qualifications and Competencies: What Makes You Successful
Educational Background and Academic Credentials
Formal Education Requirements:
- Complete university degree or currently enrolled in Human Resources Management, Business Administration (Administração de Empresas), Psychology with HR focus, or closely related fields
- Relevant coursework in organizational behavior, compensation and benefits, employment law, human resource information systems, or employee relations provides valuable foundation
- Academic performance demonstrating analytical abilities, attention to detail, and commitment to excellence
- Ongoing professional development commitment with openness to continuing education, certifications, and skill enhancement throughout your career
Beneficial Additional Education:
- Insurance fundamentals courses or certifications
- Benefits administration training programs
- Labor law and regulatory compliance education specific to Brazilian employment context
- Excel and data analysis coursework
- Customer service excellence training
Join Aon. Shape Better Decisions. Build a Rewarding Career. Make a Real Difference.
Aon is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected status.
.jpg)
